Boot file update for Motorola MB7621 modem

Hi there @user_f4be90!

Thank you for reaching out and linking the previous thread :) Please send over a direct message, using the following instructions, so we can send a provisioning signal to the modem to update the bootfile for you:

(Full credit to @BruceW for this excellent explanation and @Again for the picture!) 

"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Messaging" icon:

 

 

or https://comca.st/3H7Sig1

 • Click the "New message" (pencil and paper) icon

 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 •  - An "Xfinity Support" graphic replaces the "To:" line

 • Type your message in the text area near the bottom of the window

 • Press Enter to send it

See https://comca.st/3gSOqVa for an example.

Private message sent

Fyi, I spoke to support and they were very helpful and did their best to help but unfortunately for me the over the air update did not resolve the problem. I have an appointment with a field support representative to take a look.